Salary : $95,680.00 AnnuallyLocation : 95 Rowland Way, NovatoJob Type: Full-TimeJob Number: 202400004Division: ITOpening Date: 10/28/2024Closing Date: ContinuousDescription•Provides professional level technical support and troubleshooting related to computers, hardware, software, operating systems, phones, printers, and other technological applications and peripherals. This position interacts with staff to ensure that technical support is responsive and effective. Also provides training, as well as implements the technical aspects of department moves, equipment updates, and software updates.•Works under supervision of IT Manager Examples of Duties Typical Tasks:The following are intended to indicate the basic nature of duties allocated to this class.This position may not perform all these tasks and/or may perform similar related tasks not listed here.•Provide day-to-day delivery and technical support for end-users of hardware, software, phones, printers, etc.•Manage onboarding and offboarding activity including, but not limited to, user accounts, software accounts, installing software, computer imaging, and printer setup.•Asset management (deploying new equipment, retrieving expired equipment, updating inventory, and disposal of equipment).•Maintain helpdesk ticketing system and ensure trouble tickets are addressed in a timely manner and to the satisfaction of the user.•Distribute, image, install, configure, upgrade, troubleshoot, repair, deploy, and maintain technology devices, software, applications (desktops, laptops, cell phones, iPads, Wi-Fi hotspots, general network, and peripherals, etc.).•Ensure all cyber security and software implementation follows District policy and procedures.•Provide training to staff including conducting one-on-one training and developing training, instructional, and technical manuals.•Maintain server room and storage room cleanliness, coordinate contractors for server room UPS and suppression system, etc.•Continue current technical knowledge through formal, informal, on-the-job training and self-study of changes, trends, and advances in software and hardware technology.•Provide IT support to the EOC.•Other duties as assigned. Typical Qualifications Knowledge:•Troubleshoot and repair desktop computers, software, hardware, internet protocols, etc.•Effective documentation, on-line and in person training, and presentation techniques.•Methods and principles of system analysis and database management.•Principles and operations of networked computing environment, including web servers, databases, internet connectivity, and wide area network technologies.•Principles and practices of business processes, including workflow, dataflow, and efficiency.•Types and purposes of audio/video equipment, including file types, compression, signal and cable types, conversions, etc.•Operating system software, database software, utility software, and other software tools for daily administrative purposes.•Techniques for explaining technical concepts to non-technical users.Abilities:•Office procedures, methods, and equipment including computers and applicable software applications such as Microsoft Office, file sharing systems, databases, etc.•Research existing and new products and provide solutions.•Analyze, diagnose, and resolve technical hardware and software problems, evaluate alternatives, and recommend effective solutions.•Investigate problems with non-computer systems such as audio/video systems, etc. and resolve issues in a timely manner.•Strong problem-solving skills and attention to detail.•Enthusiasm to learn and adapt to new technologies.•Follow instructions and carry out duties.•Communicate clearly and concisely, both orally and in writing.•Ability to build positive working relationships to achieve goals and business objectives.•Logical and analytical approach to solve problems and resolve issues.•Organization of duties and time management.•Skills to configure, maintain, administer District software.•Self-motivator with the ability to work under pressure and demanding time constraints.•Ability to work in a team setting and independently.•Gain and maintain competency on new computer software programs.Skills:•Procedures to troubleshoot and repair desktop computers, software, hardware, internet protocols, services, etc.•Principles and operations of complex networked computing environment, including web services, databases, internet connectivity, and wide area network technologies.•Techniques for the development of effective documentation and Inventory management.•Training and presentation skills.•Methods and principles of systems analysis and database management.•Principles and practices of business processes, including workflow, dataflow, and efficiency.•Types and purposes of audio/video/network equipment, including file types, compression, signal and cable types, and conversions.•Operating system software, database software, utility software, and other software tools for daily administrative purposes.•Techniques for explaining technical concepts to non-technical users.Working Conditions and Environmental Conditions:Office environment utilizing computers. Duties require positions to, on a continuous basis, sit at a desk for long periods of time; intermittently walk, bend, or stoop while installing/repairing equipment; twist to reach equipment surrounding desk; perform simple grasping and fine manipulation; use telephone, and write or use keyboard to communicate through written means; and lift or carry weight of 50 pounds or less and occasionally requiring work in confined spaces. Ability to travel to different sites and locations. Supplemental Information Minimum Requirements:•Four years + of IT/Helpdesk support experience.•Ability to install software and hardware on computers.•Familiarity with a variety of computer software and hardware.•Ability to troubleshoot and perform routine maintenance on computers and peripheral equipment.•Communicate information to staff and the public in a clear and concise manner.•Must be able to work as a member of a team and independently.•Focus on quality outcomes and adapt quickly to change as necessary.•Organizational skills.•Paying attention to detail.•Creating comprehensive end user training manuals.•Valid California Driver's License.•High school diploma or equivalent.•Basic knowledge of English in written and spoken form, and arithmetic.Highly Desired:•Understanding of Active Directory and Group Policy.•AirWatch MDM familiarity and knowledge a plus.
- After one year of continuous service, members are entitled to 102 hours of vacation
- Members accrue 8.5 hours of sick leave per month
- Members may enroll in District sponsored medical, dental, vision, and voluntary life insurance coverage
- The District will pay 80% of the applicable Kaiser medical premium towards the medical plan of the members choosing for member and eligible dependents
- The District pays 100% of dental and vision premiums for the member and eligible dependents
- The District provides $60,000 of life and AD&D coverage for each member
- The District offers additional voluntary life insurance coverage for member, member's spouse, and member's children. The member is responsible for 100% of voluntary life insurance premium
- AFLAC Coverage available
District sponsored employee assistance program (EAP), and County Peer Support Program 457b deferred compensation retirement plan with District matching up to $150/month (optional employee enrollment) Retirement Health Savings account with District matching based on age at date of hire New hires will join the Marin County Employees Retirement Association (MCERA) as a PEPRA employee at 2% at 62 12 month probationary period This position may receive Overtime, Compensatory Time, Physical Fitness time, and participate in Wellness/Fitness Education programs01 Do you have a valid driver license?
02 Do you have a High School diploma or GED?
03 The minimum qualifications for this position are as follows: Four year + of Information Technology/Helpdesk support experience (experience in helpdesk support, pc imaging and repair, application and software installation and troubleshooting, computer operations, and creating end user documentation). Education in computer science coursework or certification is a plus but not required.Please describe how you meet the minimum requirements for the position. For education or certification, please list your degree or certificates in the education section of the application. For experience, please provide a detailed description of your qualifying experience including duties and responsibilities, the name of the employer(s) where you gained this experience, and the dates worked. 04 Describe any specific work experience in technical support or helpdesk technical support you have working for or with public safety agencies. Include in your response the organization(s) where you gained the experience, dates of employment, size of the department(s) you supported and a brief description of your duties. 05 Describe any experience you have working with Public Safety systems. In your response, please list the specific applications you have supported, organization(s) where you gained the experience, dates of employment, and a detailed description of your specific duties. 06 Describe your technical support experience with computer imaging and troubleshooting, printers, networks, cellular/mobility solutions, office suites, Outlook, Exchange and Active Directory, or Group Policies. In your response, include the organization(s) where you gained the experience, dates of employment, and a detailed description of your specific duties including type of support provided. Required Question